Refund policy

Returns

To be eligible for a return you have 30 days from the date you received the item to start a return process. Your item should be unused and in the same condition as you received it. It should also be in the original packaging. If the item is not in its original condition or is not returned with the original packaging, Ristal reserves the right to charge a fee corresponding to new packaging as well as depreciation of the item. For returns within 14 days the right of withdrawal applies (see information further down the page).

Personally engraved products cannot be returned or refunded unless otherwise agreed, as manual work and special production have been carried out to produce these items.

To complete your return we require a receipt, bank statement or proof of purchase.

Returns should be sent to Segloravägen 20U, 504 64 Borås, Sweden.

There are certain situations where only partial refunds are granted (if applicable)

- Any items that are not in their original condition, are damaged or missing parts for reasons not due to our error

Right of withdrawal

When purchasing goods on the site you always have a 14-day right of withdrawal in accordance with applicable consumer protection legislation. This means that you have the right to cancel your purchase by notifying Ristal within 14 days from the date you or your representative received the ordered item (the withdrawal period).

1.1 The right of withdrawal does not apply to the following types of goods:

Goods that have been manufactured according to your instructions or that otherwise have a clear personal imprint.

1.2

If you wish to cancel the purchase, before the withdrawal period has expired, we recommend that you send a clear and unambiguous message to Ristal at kontakt@ristal.se. You should include your name, address and other relevant information, e.g. order number and the name of the item in the message. You can also fill in the Consumer Agency's standard form and we recommend that you email it to: kontakt@ristal.se.

1.3

When exercising the right of withdrawal you pay the return postage unless otherwise informed. The item must be returned within 14 days from the date notice of exercise of the right of withdrawal was given to Ristal. We recommend returning the item in a saleable and substantially unchanged condition, and keeping all labels and tags attached. If the item has been used or handled to a greater extent than necessary, Ristal has the right to deduct an amount corresponding to the depreciation or to refuse your return.

1.4

Sometimes Ristal may offer free returns for certain items. If free returns apply it will be stated on the relevant product page on the Site.

1.5

When you cancel your purchase Ristal will refund the amount you paid for the item, excluding shipping costs. From the amount to be refunded Ristal has the right to deduct an amount corresponding to the depreciation of the item compared to its original value, if and to the extent such depreciation is due to you having handled the item to a greater extent than necessary to establish its properties or function.

1.6

The refund will be made without undue delay and in any event no later than 14 days from the day we received your notice of cancellation. However, we reserve the right to postpone the refund until we have received the item back from you or you have provided proof that you have sent the item back, whichever occurs first. The refund will be made to you via the payment method you chose when you purchased the item, unless otherwise agreed or if there is an obstacle to such a refund.

1.7

Ristal is not responsible for items returned to us by mistake. In cases where the item is found in our return warehouse you may request to have it sent back. For Ristal to resend the item we will charge you 199 kr to cover the shipping and other administrative costs incurred. Ristal also reserves the right to charge this fee if you return an item after the 14-day return period offered by Ristal.

Refunds (if applicable)

When your return is received and inspected we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment within a certain number of days.

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Contact your bank. There is often some processing time before a refund is posted.

If you have done all this and you still have not received your refund yet, contact us at kontakt@Ristal.se

Replacement (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email to kontakt@Ristal.se

Shipping

You are responsible for paying your own shipping costs for returning your item unless otherwise stated on the product page. Shipping costs are non-refundable. If you receive a refund the cost of return shipping will be deducted from your refund.

Depending on where you live the time it may take for your exchanged product to reach you may vary.

If you are returning an item over 750 kr you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Unclaimed packages

For packages delivered to an agent butnot picked up a 100kr fee will be charged for unclaimed packages to cover shipping and administrative costs. Only a partial refund is applied to orders where the package has not been collected.

Right to claim (warranty/complaint)

2.1

Some of Ristal's goods may be covered by a warranty. Information about any warranty period and specific warranty terms for each item can be found on the website. Warranties for goods only cover original manufacturing defects, and therefore not faults that arise from or after any modification of the item's function or appearance, such as conversion, upgrade or other configuration of the item. Your order confirmation serves as proof of warranty. Any warranty limitations do not affect the rights you have under applicable consumer protection legislation.

2.2

The right to claim covers goods that are defective under applicable consumer protection legislation. If you discover that the item is defective when you receive your order you should file a complaint by contacting us at kontakt@ristal.se. Complaints made within two months from when you discovered the defect are always considered submitted in time. You have 3 years and 2 months complaint rights for goods purchased on the Site. Primarily Ristal will repair or replace your product with a new item.

2.3

Ristal pays the return shipping for approved complaints sent to Risängsgatan 4 in Borås. If your complaint is not approved you will be contacted by Ristal with more information as soon as possible. If you wish to have the rejected complaint returned to you Ristal will charge a fee of 199 kr to cover the shipping and other administrative costs incurred.

2.4

When a returned item has been complained about and the complaint is approved Ristal will compensate you in accordance with applicable consumer protection legislation. Ristal strives to ensure this is done within 30 days from when Ristal received the complaint, but it may take longer depending on the nature of the item.Ristal reserves the right to refuse a complaint if it turns out that the item is not defective under applicable consumer protection legislation. For complaints Ristal follows guidelines from the National Board for Consumer Disputes, see www.arn.se. More information can be found at www.konsumentverket.se.

2.5

If you discover a transport damage it is important that you contact our customer service as soon as possible at kontakt@ristal.se. You need to send a full-picture of the package where the shipping label is visible, a picture showing the damage and photos of any damage to the contents. Ristal also recommends that you keep the packaging until we have investigated with the carrier.